Mini Mall Storage Properties

Customer Support

• Lead the Customer Care Center across people, process, technology, and performance
• Build and evolve the CCC into a sales-focused customer engagement center with a strong emphasis on conversion, customer experience, and operational efficiency
• Evaluate and redesign workflows to improve speed, consistency, customer satisfaction, and sales outcomes
• Establish, track, and report on KPIs including conversion, answer rate, speed to answer, service level, first contact resolution, quality, customer satisfaction, lead follow-up, and productivity
• Partner with IT and Data teams to improve reporting, enable data-driven decision-making, and maximize existing tools
• Evaluate CCC technology, systems, vendor tools, and workflows; recommend enhancements, replacements, and new solutions as needed
• Manage vendor relationships and identify future vendor opportunities to support capability and scale
• Develop and execute sales strategies aligned to company methodology, ensuring a consistent and frictionless rental process
• Establish coaching frameworks and performance expectations for agents to drive conversion and service outcomes
• Lead follow-up strategies across leads, reservations, online inquiries, missed opportunities, and digital channels
• Oversee all customer interaction channels, including voice, chat, email, and online inquiries, ensuring consistency and quality
• Evaluate and improve call routing strategies to optimize conversion, service levels, and customer experience

Director, Customer Care Center